Raisin Bank Blocking Access to Client Accounts

Incachick9560

I’ve been a Raisin customer for approx 4yrs now and have held various Easy Access and Fixed term accounts during that period and until now, have been very happy with their products and service. I currently have one account with them.

On 20th Nov, I received a call from someone claiming to be from Raisin but they couldn’t discuss the reason without going thro’ security. I’ve never been contacted by Raisin over the phone before, so told them I’d call back later when it was convenient and did some homework - calling the general customer services number later in the day.  It was at this point that I realised I couldn’t login to my Raisin app, due to ‘technical difficulties’.

I was taken through security checks and advised that access to my account had been blocked because their system had monitored an unusual login from the US 2 weeks previously. The date tallied with my holiday in the US and I confirmed that it was definitely me, logging into my account as usual, to view my interest and I was acting in response to their email advising me that my account had been updated for recent transactions. I was advised that the block on access should be lifted without further delay.

However, later that day, I received a request for a photo of me holding photo ID (I sent a photo of my Drivers License). That wasn’t the end of it, oh no, they now emailed requesting a colour photo of both sides of my Drivers License, confirmation of the devices I use to access my Raisin a/c (make, model OS & browser) and also for me to make a £1 micro transfer to my Raisin Transaction Account from my nominated bank account. Alarm bells were ringing and I replied that I was very concerned with this request so I refused to send the info until they explained why they needed it. I heard nothing.

My access was still blocked on 24.11.25 and I spent 42mins on the phone to Customer Services trying to get an explanation other than “another department was working on my ticket”.  They said they would escalate the issue…….. but they were unable to put me thro’ to this mysterious team.  Given my account was blocked, I asked the advisor how on earth I was expected to make the micro transfer as I didn’t have the bank details (I did, but wasn’t letting on).  She provided the necessary bank details (which btw agreed with those for previous transfers I’d made) and the transfer was completed. I also followed the call up with an email requesting a call back before close of play, or I expected them to close the investment and return the funds to my nominated bank. I heard nothing.

I phoned on 25th and again today as I’m still locked out and nobody has had the decency to phone back.  I’m still getting the same response from customer services that another team is looking into it, but they can’t put me through to that team, won’t divulge the names/emails of their CEO/Managing Director, can’t close my account etc., but they have taken down & submitted a formal complaint today. I have received an automated email setting out the timelines for that process.

In the meantime, I explained that I do actually need to make a planned withdrawal next week, but have no confidence that this will be resolved.

Has anybody else experienced a similar issue??

tigerspill

In had a similar terrible experience where Fidelity blocked my father's account for nearly a year.  We probably spent nearly 100 hours on the phone with them in that time, dozens of letters etc. etc.  I raised with the financial ombudsman who were useless.  They kept saying they couldnt validate my father's identity despite doing everything the asked (over and over again).
Absolutely terrible customer service.  

I hope you get your issues resolved quickly.

James_AML

efforts to keep your data and money secure so all in good faith….they may have had a geoblock in place that auto blocks if there is a login from a non-UK IP address. If they establish you are the true customer and this is your device and trusted device, then the blocks should now be removed as it seems plausible - after all, withdrawals should only really going back to your nominated account anyway. Maybe they were asking for a little bit too much especially with the micro transaction too but all in all keeping customer funds secure is paramount and helps build trust.

vic_sf49

It's considered bad etiquette, to resurrect old threads @James_AML. This post is from 2025.